Knowledge Management Specialist

Knowledge Management Specialist

The Knowledge Management Specialist is responsible for the administration of the online reference guide, which serves as a knowledge repository of all documented processes for internal partners. This position is also responsible for: a) serving as a consultant between end user, project management, and department leadership for the purposes of company-wide strategic alignment, content creation and revision, b) establishing and maintaining editorial and visual standards for documents, and c) ensuring content integrity by coordinating routine updates, frequent review of content, and creation of new content based on business needs and project developments as vendors, regulations, and process adoption grows and changes over time. The enforcement of these standards requires the Knowledge Management Specialist, as the sole administrator of the private, online knowledge base platform, to work closely with senior leadership, lead small teams, recommend new designs and layouts for article submissions, and grants them the authority to request procedure improvements.

1) Ensures all articles meet established guidelines for tone, clarity, formatting, flow, and ease of use based on technical writing industry standards and the Wright-Patt Credit Union® brand guide. This position serves as liaison to subject matter experts from all department leadership to facilitate knowledge collaboration and establish the knowledge management strategy. This includes leading an annual review process, requesting document updates, formatting, editing, and quality assurance on article submissions, ensuring use of proper technical terminology, consistency, clarity, and quality in and across all documentation. Also, responsible for educating subject matter experts on the standards for knowledge document submission, approval, and publication. Maintains accurate records of completed updates and article ownership. Provides source file documentation during required timeframes for auditing purposes, partner disciplinary action, and error resolution. (30%)

2) Works closely with Project Management on initiatives from start to finish. This includes aiding in discovery and scope evaluations, consulting on project teams, drafting and publishing documentation for frontline partners which can then be adapted for training and/or member-facing content, and lending strategic expertise and recommendations within the scope of the project. (25%)

3) Promotes and maintains the WPCU knowledge base as the primary processing standard for all employees through fielding employee suggestions and questions, liaising between frontline users and back-office departments, and using every interaction as an opportunity to create awareness and recognition of the knowledge base. Conducts regular reviews and evaluates business unit activity and trends. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. Effectively partners with key stakeholders and their direct reports, to ensure alignment and support of proposed and active knowledge management processes and strategy. Upon request, spearhead initiatives by supervising teams of up to 10 employees on behalf of Regional Directors and Directors in order to resolve complex issues. Create and maintain employee training including in-person training for monthly New Hire Training and quarterly Knowledge Base Advanced Training, virtual training module, and training documents. (20%)

4) Serves as communication ambassador, gathering and communicating both wide-net and workgroup specific operational communications to convey processing updates, announcements, regulatory findings, error correction, etc. to staff as needed. Create and distribute communications that coincide with updates and new product launches to avoid overwhelming staff with multiple individual communications from various department leadership teams. This is accomplished by maintaining a calendar to pinpoint the ideal timing and delivery of communications, avoiding peak service volume. (15%)

5) Serves as the primary administrator and intermediary for the internal knowledge base vendor. Maintains an expert understanding of user permissions and access, the creation, maintenance, and deactivation of employee accounts, and search engine optimization. Search engine optimization includes but is not limited to, keyword weighting, relationship linking between like items, manual adjustment, and corrections of system options for optimal flow. This includes proficiency with HTML coding and manipulation as needed. (5%)

6) Conducts routine monitoring to analyze and report on the effectiveness of the knowledge management strategy through partner feedback, analytics, and reporting to address any deficiencies. Keeps up to date on knowledge management industry standards, and emerging strategies and technologies. Maintain frequent communication and regular training with knowledge base vendor in order to stay current on the system, including ongoing maintenance plans, functionality enhancements, problem resolution, customizations, specialized reports, contracts, etc. (5%)

Required Skills

Specialized or Technical Knowledge and Skills:

1) Bachelor's Degree in Journalism, English, Writing, Communications-related program, Business Management preferred.

2) Minimum of 2 years technical writing experience.

3) High degree of attention to detail.

4) Ability to work independently with minimal management supervision while maintaining high service standards and efficient time management.

5) Teamwork/leadership: must possess the ability to drive efforts across the organization to facilitate and implement changes, or to review knowledge content.

6) Two years of experience with WPCU/CUSO operations, processes, and procedures strongly preferred.

7) Customer service experience, proven record of flexibility, accommodation, patience, and effective conflict resolution when servicing others is essential.

8) Experience in a fast‐paced environment, and ability to multitask and work with multiple inputs, while adapting to shifting priorities, required.

9) Demonstrated technical aptitude and ability to learn and apply various systems and software applications to office operations required. Ability to trouble‐shoot application processes and effectively utilize technical assistance sources desired.

10) Experience with creating virtual content and materials following technical writing industry standards in programs such as Microsoft 365 products, Adobe Pro, and Greenshot desired.

11) Experience with web publishing, including but not limited to html, is preferred.

12) Proven ability to maintain confidential information required.